(312) 527-1111 JFeldman@ShiftHappens.com
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James D. Feldman, CSP, CITE, CPIM Shift Happens!®
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A Kernel of Dazzle

by James D. Feldman, CSP | Dec 13, 2013 | Customer Service, Innovative Problem Solving, Learning Experience, Travel

26 Million Checked bags go missing while the airline industry rakes in over 3 Billion Dollars in checked bag fees.  Anyone that travels knows how flights have become challenging. With the merger of airlines, the weather, and holiday volume it is a known fact that more...

Innovation at the Speed of Opportunity

by James D. Feldman, CSP | Dec 5, 2013 | Change Management, Innovative Problem Solving, LESSONS

In 2014 you should try implementing a company- wide innovation platform that can effectively capture the collective wisdom of employees, partners, and customers; and efficiently manage the identification and implementation of next generation products and services....

Live Meetings Are Dead

by James D. Feldman, CSP | Nov 6, 2013 | Change Management, Customer Service, Innovative Problem Solving, LESSONS

You hear it all the time. Getting face-to-face meetings are almost impossible these days. People don’t have time to get together, or do they? Truth is some meetings are dead, but some meetings are so productive that they develop long-term relationships. Now we...

United Turned Possible Complaints into Actual Compliments.

by James D. Feldman, CSP | Sep 16, 2013 | Change Management, Customer Service

Regardless of the industry, with few exceptions, the creation of a customer is a lost art. Truth is most companies tell you that they care but they clearly demonstrate they don’t care. All of us can tell stories of poor customer service but we are often hard...

Shift Happens!® United Turned Possible Complaints into Actual Compliments.

by James D. Feldman, CSP | Sep 16, 2013 | Change Management, Customer Service

Regardless of the industry, with few exceptions, the creation of a customer is a lost art. Truth is most companies tell you that they care but they clearly demonstrate they don’t care. All of us can tell stories of poor customer service but we are often hard...
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